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LONDON ZOO
1.a) DETERMINANTS OF SERVICE QUALITY.docx
b) Effective marketing and promotions to attract customers which
wasdissatisfy by dissatisfied customer spread on by
word-of-mouth.
2. The figures mentioned in the case portray that the zoos
performance has
deteriorated as compared to the past years because the number of
visitors have
declined. The busiest day was on a special Save Our Zoo day and
the best
performance was made on that day when 18000 no. of visitors
topped while
poorest performance was made on Christmas Eve with 48 people
which was
basically came from overseas and ghost town places and largely
came from
London. It effects on remote places or near by overseas
places.
3)1. Due to decline in socio-economic changes (including social
habits, growth in
car ownership, inflation etc.)
2. Competition also grew rapidly in context to animal based
organizations.
3. Change in the Public Perception of the rights and the care of
animals in
captivity and effect on all caging animals on their health and
psychology.
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4) The aspects of service provision which need to be tackled
first are that of access,attentiveness and helpfulness and
availability. Because the zoo is in need of attractingcrowds, they
need to pay attention to the physical accessibility to the
location. Thereshould be adequate availability of staff so that the
staff members can providesufficient time and help to the customers
as and when needed. The plan of action that
they can follow for their benefit could be provision of
transportation facilities to thecustomers ( within a specific
range, on payment of certain fees) and also ensuringthat no
transportation bottlenecks interfere in the consumers' way while
arriving atthe zoo. This would encourage people to visit the zoo
frequently. Secondly, thestaff/customer ratio should be such that,
that all the customers are given equalattention and receive high
quality service.
5)
Strengths :-
The questionnaire is effective as it has considered all the
important aspects of qualityservice to the customers and it can be
easily understood and interpreted by therespondents.
18 determinants of service quality enhance and able to judge
visitors opinion.
A few quality of service assist to have experience on a 1 to 5
scale where 1 is bad and
5 is very good.Weakness : -
The questionnaire will only be able to suggest on the areas of
improvement but notthe plan of action.
To discover how the zoo performs with respect to the service it
provides.
Not delivering the services that the customers desired and wants
for.
